Use Zapier to export survey feedback every time a customer leaves a new response. You can also apply built-in Zapier filters to segment the data that will be exported to other services.

Common use-cases:

  • Export survey data to other software for further analysis.

  • Export data to other email services to send automated follow-up messages and close the survey feedback loop.

Set up the "New survey response" trigger

1. In your Zapier account, create a new Zap.

2. Select Retently as your "Trigger" app.

3. From the list of available events, select the "New survey response" option.

4. Next, you will be asked to select a connected Retently account. If you haven't connected your account yet, then you will be asked to log into Retently.

5. Your trigger is almost configured. On the next step, you will be asked to pull a sample of data from your Retently account to make sure that everything is configured properly.

Click the "Test trigger" button and wait for Zapier to pull one or more responses from your account.

IMPORTANT: There are a couple of things to keep in mind when pulling the test sample:

  • Make sure that you have at least one response in your Retently account, otherwise, Zapier will not be able to find any data to display.

  • Keep in mind that it takes about 15 minutes for a received response to be available to external services (including Zapier). This is a system delay, to ensure that your survey respondents have enough time to answer all survey questions and provide text feedback.

6. If pulled successfully, your survey data will have the following structure:

Here's what data each field will store:

  • id: the unique response ID

  • email: customer's email address

  • first_name: customer's first name

  • last_name: customer's last name

  • company: customer's company name

  • tags: customer's tags

  • score: the main rating score. This is the score that the customer has selected in the first survey question, which is considered the main one and is used in calculating the NPS, CSAT, CES, or 5-STAR scores.

  • comment: the text feedback that the customer left on the main open-ended question.

  • campaign_name: the name of the survey campaign

  • campaign_id: the ID of the survey campaign

  • rating_category: the category of the rating score (Positive, Neutral, Negative)

  • survey_channel: the survey channel where the customer took the survey (email, link, in-app, Intercom)

  • is_bogus: a true/false value which indicates if the initial score was automatically clicked by antivirus software in the customer's inbox. Learn more.

  • metrics_type: the survey's main metric type (NPS, CSAT, CES, 5-STAR)

  • multi_questions: if your survey template consists of multiple additional questions, this field will list all the answers to those questions.

  • default customer properties: the response sample will also list any default properties that your customer has in Retently, such as country, city, job title, etc.

  • custom customer properties: the response sample will also list any custom customer properties, that you have created additionally in Retently.

Filter survey data in Zapier

By default, the "New survey response" event will be triggered on any new feedback received, positive or negative, with text comments or without. But if you're goal is to perform a specific action in another app based on a particular category of responses, then you will have to use Zapier built-in filters.

Follow the step-by-step tutorial below to learn how to configure a filter.

1. Click the (+) icon below the trigger app section.

2. Select the "Filter" option. If you can't find the option right away, then you can simply wite "Filter by Zapier" in the search input field, and click the provided option.

3. A filter rule consists of three steps:

  • The field: select a field from the data sample pulled in the trigger app section.

  • The condition: a set of conditions that will be used to evaluate the value.

  • The value: criteria that will be ultimately used to validate if the response should be filtered or not.

You can create multiple filter rules if you have a more complex scenario. To create a new rule, click one of the buttons:

  • AND: only responses that match all the rules will be let through your filter.

  • OR: only responses that match any of your rules will be let through your filter.

For example, if your goal is to let through only responses that have a negative survey score, and no text feedback, then your filter will include two rules that will look like this:

Exporting filtered responses

After you have set up Retently as your trigger app and after you have configured your filter (optional), you can continue to set up one or more action apps that will receive the survey data.

When configuring an Action app, you will be asked to map the data that this app has to receive. The data mapping is different for each action app. But there's only one main rule that you have to follow: Map the data using the fields provided in the trigger sample.

For instance, if the action app asks for the first name of the customer, then select the "First name" field from the data sample provided in the trigger app section.

When you have configured your action app as well, simply switch your Zap on.

Every time you will receive a new survey response, it will be pushed to Zapier, it will go through your filter, and will finally reach your action app.

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